Tier 3 Service Desk Lead

Halvik; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) matching

Tuition Assistance

Charitable Contribution matching

Job summary

Halvik Corp is seeking an experienced IT professional to lead enterprise desktop engineering and service desk initiatives in support of federal contracts.

You will handle complex incidents, manage identity services, and collaborate across engineering, cybersecurity, and infrastructure teams to ensure rapid resolution and continuous improvement. A Top Secret clearance is preferred and relevant certifications are a plus.

Qualifications

• Associate or Bachelor's degree in IT, CS, or related field.
• 5+ years enterprise desktop engineering or endpoint management experience.
• Experience administering Microsoft 365/Azure, Exchange Online, Teams, SharePoint, and Azure AD/Entra ID.
• Advanced Active Directory with GPO, OU design, and cloud integration.
• Senior/lead ServiceNow technician with ITSM modules configured and troubleshooted.

Responsibilities

• Provide advanced technical services for resolving complex IT issues with elevated permissions.
• Coordinate with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.

Skills

Microsoft 365

Azure services

Active Directory

ServiceNow

PowerShell

ITIL

Security clearance

Education

Associate degree

Bachelor's degree

Job description

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for providing expert-level troubleshooting, overseeing complex incident and problem resolution, and ensuring technical quality across all support tiers (1, 2, 3 and VIP). The primary customer requirement and long-term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

• Provide advanced technical services for resolving complex and escalated IT issues with elevated administrative permissions
• Perform advanced account and identity management, deep-drive diagnostics, root cause analysis, and long-term problem resolution for infrastructure components.

Minimum Requirements

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
• Experience: Minimum 5+ years of enterprise desktop engineering or endpoint management experience
• Technical Proficiency:
• Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
• Advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
• Proven experience as a senior or lead ServiceNow technician, with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
• Practical knowledge of the PowerShell scripting language, including the ability to automate administrative tasks, perform bulk operations, and support system integrations.
• Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
• Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
• Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.
• Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support continuous improvement across the service desk.
• Certifications: While not mandatory, possession will have more weight in consideration (e.g., ITIL Foundation, CompTIA Security+, CompTIA A+/Network+, or Microsoft-role-based certifications preferred).
• Security Clearance: Top Secret

Preferred Expertise

• Demonstrated success supporting Federal contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to escape complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.

Privacy Policy – Halvik Corp

Halvik Offers a Competitive Full Benefits Package Including

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.